Who is this article for?

Noise office staff who need to record several complaints from one caller in a single contact.

Access to the ANOMS Noise Analyst Workbench is required.

A single phone call from a resident often covers several separate noise events, and ANOMS allows you to record multiple complaints within one contact so each complaint event can be individually matched to an operation.

Understanding contacts and complaints

Via the contacts functionality you can record multiple complaints each time a caller makes contact to report a complaint or event. Each complaint within the contact is matched to an operation individually.

Note: The enquiry and complaint screens are customised per site — your fields and layout may differ from the examples shown.

When adding another complaint you can choose:

• New — creates a blank complaint record for fresh entry
• Duplicate — completely copies the current complaint, so you only change what differs (for example the event date and time)

To switch between New and Duplicate, use the drop-list arrow next to the button.

Recording several complaints in one contact

To record multiple complaints from a single caller:

1. From the Complaints Properties window, click Event.
2. Click New Contact.
3. Enter the details of the first complaint (event date and time, enquiry method, preferred response method, comments).
4. Click Save.
5. If the caller has more complaints, click either New or Duplicate.
6. Enter or amend the event details for the next complaint.
7. Click Save.
8. Repeat steps 5 to 7 for each further complaint.
9. When there are no more complaints, click End Contact.

The system assigns a new complaint number when you save each complaint.

Displaying the complaints for this contact

To display all complaints entered during the current contact:

1. On the Complaints Properties toolbar, click the Load Complaints drop-down list.
2. Click Current Contact.

The Complaints Browser is populated with all the complaints entered with this contact.

Displaying all the caller's complaints

To display all complaints ever entered for this caller:

1. On the Complaints Properties toolbar, click the Load Complaints drop-down list.
2. Click All.

The Complaints Browser is populated with all the complaints ever entered for this caller.